Annu Anandan
Summary
Dedicated and results-driven professional with extensive experience in healthcare operations, team leadership, and customer service excellence. Demonstrated success in spearheading process improvements, leading cross-functional teams, and implementing innovative solutions to enhance efficiency and client satisfaction. Highly adaptable with strong interpersonal and communication skills, capable of thriving in multicultural and dynamic environments. Open to relocating at anytime and eager -to contribute to international teams and global initiatives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Executive
National University Health System
03.2023 - Current
- Ensure timely completion of projects by monitoring progress against deadlines, providing updates to GCIO as needed.
- Execute ad-hoc tasks and contribute to various projects by facilitating decision-making processes and track progress on critical issues as delegated by the GCIO to meet operational objectives.
- Maintain confidentiality when handling sensitive information, protecting company interests and employee privacy.
- Schedule appointments promptly, ensuring optimal use of GCIO's time while minimizing conflicts or cancellations.
- Plan and coordinate logistics, catering, and venue arrangements for both board level and internal meetings.
- Manage and maintain a comprehensive knowledge base and ensure seamless access to meeting materials.
Executive
Tan Tock Seng Hospital
05.2022 - 02.2023
- Led a team managing medical records and report requests, driving process improvements and team adaptability for optimal performance.
- Developed and refined SOPs, workflows, and quality procedures to minimize errors and ensure seamless service delivery.
- Ensured compliance with SOPs and hospital standards, updating KPIs using a balanced scorecard.
- Collaborated with department heads to ensure timely delivery of medical records.
- Managed HR tasks, including recruitment, leave management, and team issue resolution.
- Documented meeting minutes and maintained effective communication with stakeholders.
- Supported ad-hoc tasks and contributed to various projects.
Technical Analyst/GPS Associate
Accenture (Facebook & Instagram)
08.2021 - 05.2022
- Delivered exceptional customer support by addressing and resolving advertising-related issues, ensuring a seamless user experience.
- Developed expertise in a complex product suite to provide accurate troubleshooting and prioritized advertising concerns, escalating to specialists when advanced debugging was required.
- Differentiated product confusion from technical bugs, identified effective solutions, and provided guidance to sales teams to meet advertiser goals.
- Communicated resolutions, technical solutions, workarounds, and clarifications concisely and effectively to sales teams, fostering understanding and satisfaction.
- Managed tasks end-to-end until escalation or resolution was achieved, ensuring accountability and timely follow-up.
Customer Experience Officer
Ministry of Manpower
05.2021 - 07.2021
- Conducted detailed surveys and ensured data accuracy, achieving KPIs within project timelines.
- Established rapport with respondents to facilitate smooth data collection processes.
Senior Service Associate
National University Hospital
04.2012 - 05.2021
- Performed daily operational tasks with precision and adherence to company SOPs.
- Played a key role in consolidating three clinics into one, ensuring a smooth transition.
- Managed the roster of 20 staff and supervised a team of 9 full-time employees.
- Streamlined processes by identifying inconsistencies and delivering comprehensive training on best practices.
- Coordinated critical functions, including Chemo Listing, Bone Marrow Transplant, and Chemo Counseling, to optimize patient care.
- Acquired cross-functional expertise by gaining proficiency in all clinic operations.
- Addressed and resolved billing inquiries for 3-5 customers daily, ensuring high levels of satisfaction.
Education
Bachelor of Arts - Business Administration With Human Resource
Northumbria University (KAPLAN Singapore)
01.2020
Diploma - Business Administration
PSB Academy
03.2014
Nitec - Service Skills (Office)
ITE College West
12.2010
Skills
- Healthcare Informatics Systems (NGEMR / EPIC
- SAP)
- MS Office Suite (Word / Excel / PowerPoint)
- Process Optimization
- Project Management
- Change Management
- Time Management
- Analytical Problem-Solving
- Data-Driven Decision-Making
- Leadership
- Compliance
- Service Excellence
- Effective Communication
- Collaborative Team Player
Accomplishments
- Recognized with a commendation award from the Chief Executive of NUHS for impactful contributions to the GROSS initiative, fostering innovation and process efficiency.
- Successfully led the implementation of the EPIC/NGEMR system, managing process changes and ensuring team retention and high morale.
- Played a pivotal role in the launch of the 'Chemo Service Workgroup,' enabling job redesign for enhanced nurse focus on clinical responsibilities.
- Contributed to the 'Chemo On Day of Admission (CODA)' quality improvement project, reducing patient expenses and optimizing hospital bed occupancy rates.
- Achieved a 92% Patient Satisfaction Score in the MOH National Patient Satisfaction Survey through exceptional service delivery.
Certification
- Display Critical Thinking and Analytical Skills
- 7 Habits of Highly Effective People, Associate Programme
- Powerful Business Writing Skills
- Winning Customers in Difficult Situations
- Performed Advance Functions- Microsoft Excel 2010 Fast Track
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Intermediate (B1)
Malay
Intermediate (B1)
Tamil
Intermediate (B1)
References
Simon Tay
Assistant Director, Clinical and Health Informatics Office, Tan Tock Seng Hospital
Email :simon_kh_tay1@ttsh.com.sg
Contact : 9739 7311
Shannon Tan
Manager, Operations, Parkway Cancer Centre
Email: shannon.tan@parkwaypantai.com
Contact: 9643 3934
Noel Ng
Senior Assistant Manager, Operations & Admin, National University Hospital Surgical Centre
Email : noel_ng@nuhs.edu.sg
Contact : 9620 8204
Timeline
Senior Executive
National University Health System
03.2023 - Current
Executive
Tan Tock Seng Hospital
05.2022 - 02.2023
Technical Analyst/GPS Associate
Accenture (Facebook & Instagram)
08.2021 - 05.2022
Customer Experience Officer
Ministry of Manpower
05.2021 - 07.2021
Senior Service Associate
National University Hospital
04.2012 - 05.2021
Bachelor of Arts - Business Administration With Human Resource
Northumbria University (KAPLAN Singapore)
Diploma - Business Administration
PSB Academy
Nitec - Service Skills (Office)
ITE College West
Similar Profiles
Dinah DaquilaDinah Daquila
Staff Nurse at National University Health SystemStaff Nurse at National University Health System
Sahar AbdelmutalibSahar Abdelmutalib
Adjunct Assistant Professor at National University Health SystemAdjunct Assistant Professor at National University Health System
May Thu HtunMay Thu Htun
Registered Nurse at National University Health SystemRegistered Nurse at National University Health System